Service Delivery Support

Hitachi Automotive Systems Americas, Inc.; London Borough of Brent; On-site; GBP 28,000 - 42,000; Full time

Job summary

Hitachi Rail GTS UK Limited is seeking a Service Delivery Support to join the Services team. Based onsite at Neasden, you will manage customer service requests across the TfL signalling portfolio and related activities, ensuring timely and accurate processing while coordinating with internal and external stakeholders.

The role requires strong customer service skills, cross-functional collaboration, and experience with Jira, Oracle, and Excel.

Qualifications

• Experience in a services environment with customer/stakeholder management.
• Ability to collaborate across multi-disciplinary teams in a fast-paced setting.
• Project management ability and experience in warehouse/field service environments.

Responsibilities

• Process customer RFQs including supplier quotations, calculation of UK price and updates of JIRA.
• Ensure all JIRA records associated with the delivery of services are updated.
• Process customer Log Analysis Requests, confirming receipt and KPI details and assign to relevant stakeholder.
• Manage data transfer of required Log Analysis files from customer source to relevant stakeholder.
• Provide interim and final reports to support the process and handle related queries.
• Support Technical Responses and Queries by receiving requests and assigning to stakeholders.
• Liaise with customers and internal stakeholders for queries and updates.
• Support preparation of UK proposals to customers.
• Use IT systems (e.g., Oracle) to process services and receipt of invoices.
• Support material for Customer Period Performance Reports and other internal reporting requirements.
• Attend and contribute to internal and customer meetings.
• Liaise with customers and internal stakeholders for spares/repairs requests and enquiries.
• Maintain up-to-date JIRA records for S&R and FRACAS and tracking for logistics.

Skills

Service delivery

Stakeholder management

Cross-functional work

Project management

Jira

Excel

Oracle

Tools

Oracle

Excel

Job description

Location: (RSBU) Neasden Depot Job ID: R0145516 Date Posted: 2026-10-26 Company Name: Hitachi Rail GTS UK Limited Profession (Job Category): Engineering & Science Job Schedule: Full time Work Arrangement: Onsite

About Us

A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there’s something for everyone to get stuck into. And that’s where you come in.

Job Description

We are currently looking for a Service Delivery Support to join the Services team within Hitachi Rail. As a Service Delivery Support representative, you will play a key role in managing customer service requests delivered primarily across the Transport for London (TfL) signalling services portfolio, although you will also have opportunity to work with other business segments. You will ensure requests are handled efficiently and within agreed timescales, using established processes and tools to maintain a high level of customer satisfaction. This role will be based at our Neasden office and will may require local travel within London to other office sites and customer locations.

Key Responsibilities

• Process customer RFQs including supplier quotations, calculation of UK price and updates of JIRA
• Ensure all JIRA records associated with the delivery of services undergo regular check and are updated accordingly
• Process customer Log Analysis Requests, confirming receipt and KPI details and assigned to relevant stakeholder eg. Hitachi Canada
• Manage data transfer of required Log Analysis files from customer source to relevant stakeholder
• Provide various reports both interim and final to support the process and manage internal and external related queries
• Support Technical Responses and Queries by receiving requests from customers, confirming receipts and assigning to relevant stakeholder
• Liaise with customers and internal stakeholders dealing with queries
• Support preparation of UK proposals to customers
• Use IT systems and tools (eg. Oracle) to process services and receipt of invoices
• Support the preparation of relevant material for Customer Period Performance Reports and other internal reporting requirements
• Attend and contribute when required to various internal and customer meetings
• Liaise with customers and internal stakeholder for spares and repairs requests and general enquiries
• Ensure JIRA records are kept up to date at all stages for S&R and FRACAS and suitable tracking method in place, providing quotes and aligning with logistics for collection, shipping and returns
• Support Project team as required within the project delivery environment with procurement, invoicing, purchase requisition initiating and general administration
• Support repair activities, including but not limited to; part logistics, administration, JIRA process, stakeholder engagement and repairs

Technical Skills and Experience

• Experience of working in a Services environment
• Customer and stakeholder management skills
• Experience of working cross-functionally with multi-disciplinary teams
• Project management capability
• Experience of working within a warehouse, stored environment (Warehouse based only)
• Strong proficiency in Microsoft Office applications and business systems, including Excel and Oracle

Human Skills

• Experience of working using own initiative and within a team environment
• Self-motivated and self-aware
• Problem solving skills
• Excellent communication and interpersonal skills
• Disciplined, self-organised, and self-motivated, with a strong commitment to continuous learning and improvement in a fast-paced and evolving work environment

What We Can Offer

We’re committed to helping you be at your best. At Hitachi Rail, we believe in developing our people and offer access to market‑leading training, development opportunities and the chance to be mentored by industry experts. We prioritise internal progression, providing a wide range of career opportunities across our global organisation.

Flexibility

Your health and wellbeing matter to us. Where possible, we support flexible working arrangements, including hybrid working, flexible start and finish times, part‑time hours or job sharing—helping you balance your lifestyle while achieving your ambitions.

We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and world view. It is our commitment to create an inclusive environment - we are proud to be an equal opportunity employer.

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